Taking and pinning conversations
Take eligible waiting work and keep ticket ownership separate from whether a visitor is visible on your floor.
What it is
Take Chat and Take Ticket let you pick up eligible conversations. Ownership identifies who is responsible for the conversation; seeing a visitor on your floor does not by itself make you the owner. Pinning helps keep an assigned ticket with an operator when later activity would otherwise affect routing.
Who uses it and why
- Operators take waiting work and bring relevant visitors into their workspace.
- Supervisors review ownership and arrange handovers.
- Visitors receive service from the assigned operator, including continuity on applicable pinned tickets.
Where to find it
Use Take Chat or Take Ticket in conversation actions, or Take where available in Chat Queue List. Assigned email conversations can offer Pin Conversation and Unpin Conversation controls. Powerfront manages automatic pinning policies in Settings › Email › General Settings.
How it works
- Find an eligible waiting conversation and choose its take action.
- INSIDE attempts to assign it to you under the applicable routing and capacity rules.
- On an assigned email conversation, use the pin control when you need the applicable ownership continuity.
- Unpin when ordinary reply and routing policies should apply again.
Bringing a visitor to the floor is a separate action. It can restore visibility and clear postponement without necessarily changing the owner. A single visitor can also have several conversations with different states.
Configure it
With the Settings role and Settings › Channel permission, select manual pickup through Disable Auto Assignment on the channel. With the Settings role, review Can cherry pick conversations from the queue and Allow operator to pin tickets on each operator. For email continuity, ask Powerfront to review Auto-Pin Favorite Customers, Pin to Operator who Creates New Ticket or First Responds and Push ticket to queue on customer reply together. Powerfront can also change Disable same contact chat assignment when operator limited/winding-down for you.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Auto-Pin Favorite Customers | Settings › Email › General Settings | website | Off | Powerfront | Automatically pins eligible email conversations for customers marked as the operator's favourites. |
| Pin to Operator who Creates New Ticket or First Responds | Settings › Email › General Settings | website | Off | Powerfront | Pins a ticket to the creating or first-replying operator under the applicable ticket flow. |
| Push ticket to queue on customer reply | Settings › Email › General Settings | website | On | Powerfront | Allows eligible customer replies to return email work to a queue; pinning and ticket state still affect handling. |
| Disable same contact chat assignment when operator limited/winding-down | Settings › General Settings › Admin | website | Off | Powerfront | Restricts the usual same-contact assignment exception while an operator is limited or winding down. |
| Disable Auto Assignment | Settings › Channel | channel | Off in the new-channel editor | Uses manual pickup in the edited channel for the configured platforms. | |
| Conversation Snooping | Settings › Channel | channel | On in the new-channel editor | Controls ordinary peer-conversation visibility on unmanaged floors without changing ownership itself. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Take accessible, eligible conversations and work with owned conversations. |
| Manager | Bypasses some ordinary peer-conversation hiding in the operator floor display. |
| Can cherry pick conversations from the queue | Allows the operator to select individual queued conversations where offered. |
| Allow operator to pin tickets | Makes ticket pin controls available to this operator where the conversation is eligible. |
Limits and good to know
- The standalone pin action applies to assigned email conversations, not unassigned tickets or every web chat.
- Closing an email floor tab can leave the ticket active and owned.
- Conversation Snooping changes ordinary peer-work visibility on unmanaged floors. Tickets, workflow work and privileged roles have exceptions.
- Bringing work to the floor is restricted in Salesforce Omni-Channel and externally controlled channels.
- Same-contact assignment can behave differently while an operator is limited or winding down.
Depends on and works with
+3 more · this feature uses
- Email ticket handling and statusesConfigured by
Email settings control automatic pinning and whether customer replies return tickets to the queue.
- Live visitor and operator floorRelated
Bringing a visitor to the floor changes visibility separately from taking ownership.
- Contact matchingEnhances
Contact matching supports same-contact assignment behaviour.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Admin settings control same-contact assignment exceptions for limited or winding-down operators.
- Operator settingsConfigured by
Operator settings control queue picking and permission to pin tickets.
- TeamsConfigured by
Team email settings can pin tickets to the operator who creates them or first replies.
- Starting, ending and expiring chatsRequires
Taking or pinning work requires an existing conversation.
- Chat queueEnhances
Manual pickup can take eligible work from a queue.
- DepartmentsConfigured by
Channel, platform and access rules govern pickup and visibility.
- Chat limits and wind-downConfigured by
Capacity and availability affect whether the operator can take work.
- Transferring conversationsEnhances
Transfer can change the owner and can include ticket pinning.
- Email ticket handling and statusesConfigured by
Email settings control automatic pinning and whether customer replies return tickets to the queue.
- Live visitor and operator floorRelated
Bringing a visitor to the floor changes visibility separately from taking ownership.
- Contact matchingEnhances
Contact matching supports same-contact assignment behaviour.
Used by
- Favourite visitorsEnhances
Automatic email-ticket pinning can use favourite status, and removing a favourite clears related automatic pins.
- Chat queueEnhances
Operators can take eligible queued conversations manually.
- Transferring conversationsEnhances
Ticket transfer can include pinning where offered.
- Email event rules and actionsConfigured by
Pinned assignment protects eligible tickets against automatic transfer.
- WhatsApp Business App connectionEnhances
Account ownership can assign and pin conversations to the owner.
- Email ticket handling and statusesConfigured by
Pinning affects ownership and automatic requeueing.
FAQ and troubleshooting
Why can I see a visitor whose conversation belongs to someone else?
Floor visibility and ownership are separate. Check the owner shown on the conversation before replying or taking action.
Why is there no pin action on my web chat?
The standalone pin control is for an assigned email conversation. It is not a universal web chat control.
Why did a ticket return to the queue after a reply?
Ask Powerfront to check Push ticket to queue on customer reply, and check ticket state and whether the ticket was pinned.
Why can I not take the oldest conversation?
It may be outside your routing permissions or platform capacity, or it may be reserved, postponed or awaiting acceptance.